Syahmi Harudin, Izmayani Sa’adin, Mohamad Razlan Bin Mohammad Saifollah
ABSTRACT
The global health security agenda is an impressive agenda in preparing a longterm capacity of nations to handle and manage epidemics and pandemics if they were to occur. Malaysia has supported this initiative since its inception and this reflected to the fact that Malaysia is leading in Action Package pertaining to Emergency Operation Centre. Therefore, patient satisfactions considered as a major tool that need consideration. The purpose of this research is to identify the determinants of patient‟s satisfaction at Hospital Raja Permaisuri Bainun, Ipoh. Furthermore, this research conducted to explore the relationship between independent variable that consists of five dimensions (tangibility, responsiveness, reliability, empathy and assurance) toward patients satisfaction. The quantitative method applied to analyse the data via questionnaire by using Statistical Package for Social Science (SPSS) Version 20.0. There were 100 sets of questionnaire was distributed randomly at the Emergency and Trauma Department. The findings of research revealed that empathy, tangibility and reliability have a significant relationship with the patient‟s satisfaction.
Keywords: Patient satisfaction, tangibility, responsiveness, reliability, empathy, assurance